World Travel Holdings

IT Support

• Resolve issues reported through the ticketing system
• Keep the organization’s technology running smoothly
• Gather context, identify patterns, troubleshoot root causes, and use escalation paths effectively
• Recognize risk indicators and handle potential security incidents appropriately and promptly
• Communicate clearly with users and use established team communication tools
• Provide professional, patient, and courteous assistance to frustrated or stressed users
• Manage projects and tickets, including multi-step or multi-day tasks
• Follow up on tasks, tickets, and user issues through completion
• Maintain clear, accurate, and consistent documentation
• Meet ticket-resolution targets and maintain a high first-call resolution rate where appropriate
• Respond to support requests quickly, ideally within one hour during regular business hours
• Collaborate with the Help Desk team and keep team members and management informed
• Follow Help Desk procedures and company policies
• Identify process improvements, knowledge gaps, and opportunities to enhance skills

Help Desk Analyst

Recruitment

• Collaborate with hiring leaders to understand assigned openings, required skills, experience, competencies, and preferred candidate profiles
• Manage candidate pipelines and recruiting activity within the applicant tracking system
• Proactively source and engage prospective candidates through recruiting channels and networks
• Review resumes and evaluate candidate qualifications against position requirements
• Conduct phone screenings using behavioral-based interviewing techniques and present qualified candidates to hiring leaders
• Provide a professional, responsive, and positive candidate experience
• Provide candidate market insights and hiring recommendations to support selection decisions
• Support offer discussions and candidate acceptance activities with hiring leaders and Human Resources
• Coordinate onboarding activities for newly hired employees
• Maintain accurate and timely recruiting records and documentation

Corporate Recruiter – Contract

General

• Review and reconcile all groups with the internal reservation system, cruise lines, and land suppliers' group reports
• Notify agents of necessary corrections via detailed email communication
• Maintain precise records of group-related activities
• Respond to inbound agent communications via email and phone
• Assist agents with systems, procedures, product, promotions, customer service, and troubleshooting issues
• Serve as first-tier technical assistant and collaborate with technical support on group-related technical issues
• Follow up on agent inquiries within 24 hours
• Collaborate with peers to manage workload and complete tasks accurately and timely
• Assist with Group Registration Website inquiries, site customization, and utilization
• Maintain current production knowledge through online courses, vendor e-learning, and other resources
• Assist agents and peers with tasks as needed
• Assist Support Services with group booking administration when necessary
• Generate and distribute reports to management and agent teams
• Conduct training sessions and participate in or lead special projects
• Update the Business Center with pertinent group information
• Perform other duties as assigned

Group Reconciliation Coordinator

Sales

• Serve as a trusted travel advisor by providing expert recommendations tailored to customer needs
• Build customer relationships by handling 1–2 inbound calls per hour
• Process new vacation reservations and make timely changes to existing reservations
• Follow the Customer Connection methodology to deliver a remarkable customer experience
• Manage assigned leads through follow-up touchpoints and CRM record updates
• Conduct targeted outreach campaigns to prospective customers
• Navigate multiple browsers and systems while using instant messaging and email
• Meet or exceed sales goals by applying feedback and sales strategies
• Remain responsive by phone, email, and chat during scheduled work hours
• Participate in team meetings and training

Travel Sales Agent

Technical Project Manager

• Develop and manage detailed project plans, milestones, scope, deliverables, success criteria, and budgets in a Waterfall environment
• Partner closely with the Scrum Master to track progress against project plans
• Manage projects through the full life cycle: Initiating, Planning, Executing, Monitoring & Controlling, and Closing
• Oversee resource planning and allocation in partnership with other managers in a matrixed environment
• Provide program status, risks, and priorities to leadership
• Escalate issues and provide solution-oriented recommendations
• Foster ownership, accountability, and collaboration
• Evangelize Agile and Waterfall methodologies
• Participate in retrospectives and lessons learned sessions
• Build, communicate, and implement a hybrid delivery methodology
• Maintain and improve governance practices and tools
• Configure, administer, and ensure utilization of Jira, SmartSheets, and SharePoint
• Ensure consistent documentation practices, including RAID tracking, status reports, and change logs
• Review and update standards based on lessons learned and industry best practices
• Validate assumptions and identify gaps, risks, and dependencies
• Ensure stakeholder alignment on program goals, success metrics, and dependencies
• Build relationships with Product, Engineering, and business leaders
• Represent the delivery team in leadership forums
• Translate business objectives into actionable delivery plans
• Provide executive-level reporting translating Agile progress into milestone-based tracking
• Capture and validate assumptions for project plans
• Identify, track, and resolve project and program risks and issues
• Ensure delivery teams have needed support, decisions, and clarity
• Anticipate bottlenecks and remove blockers

IT Project Manager

Manager

• Lead and manage a team of business analysts, scrum masters, and project managers
• Establish best practices for requirements gathering, documentation, and stakeholder engagement
• Set performance expectations and ensure accountability for delivery commitments
• Foster growth, ownership, accountability, and continuous improvement
• Train, mentor, and support teams in Agile and Waterfall methodologies
• Partner with Product, Engineering, and business stakeholders to translate strategic objectives into actionable requirements
• Maintain understanding of business processes, customer journeys, technical dependencies, and the technical ecosystem
• Administer Jira and champion adoption of business analysis tools, documentation repositories, and knowledge bases
• Lead long-range portfolio planning, defining scope, milestones, timelines, and budgets
• Establish governance structures for decision-making, escalation, and reporting
• Oversee resource planning and allocation across delivery teams
• Act as Program Manager across delivery tracks, managing dependencies, risks, and milestones
• Provide unified program status, risks, and priorities to leadership
• Ensure scope, timeline, and budget adherence
• Proactively escalate issues and provide solution-oriented recommendations
• Manage projects through initiation, planning, execution, monitoring and controlling, and closing
• Lead Scrum Masters in Agile ceremonies and Project Managers in roadmap delivery
• Oversee gathering, analysis, and development of business requirements and user stories
• Develop and maintain business requirements, acceptance criteria, process flows, and system interaction diagrams
• Maintain governance practices and tools, including project intake, prioritization, reporting, retrospectives, and planning
• Facilitate executive workshops, steering committees, and cross-functional discovery sessions
• Serve as a trusted advisor to business, operations, and technology stakeholders
• Ensure alignment on program goals, success metrics, and dependencies
• Translate business objectives into actionable delivery plans
• Provide executive-level reporting translating Agile progress into milestone-based tracking
• Identify, track, and resolve project and program risks and issues
• Anticipate bottlenecks and remove blockers

IT Delivery Manager

• Lead delivery of B2B Franchise applications from intake through launch
• Develop and manage project plans, timelines, milestones, deliverables, dependencies, and resource needs
• Track progress against project goals and communicate status, risks, issues, and decisions to stakeholders and leadership
• Facilitate cross-functional alignment and drive accountability for project commitments
• Proactively identify and mitigate risks, blockers, and dependencies
• Maintain project plans, RAID logs, status reports, and decision tracking
• Facilitate Agile ceremonies including sprint planning, daily standups, retrospectives, and backlog refinement
• Support teams in achieving sprint commitments and delivery objectives
• Track and report on team velocity, sprint progress, and delivery
• Remove impediments and support continuous improvement
• Promote Agile principles within the hybrid delivery model
• Build relationships across business and technology teams
• Translate business objectives into actionable delivery plans
• Facilitate conversations, drive decisions, and resolve conflicts when priorities compete
• Provide executive-level communication regarding progress, risks, and recommendations
• Champion consistent delivery processes, standards, and governance practices
• Identify opportunities to leverage AI, automation, and modern delivery tools to streamline workflows, improve decision-making, and enhance productivity
• Contribute to retrospectives, lessons learned, and process enhancement initiatives

Accountant

• Ensure proper daily processing of credit cards and investigate issues
• Reconcile activity between the bank, reservation system, and credit card companies
• Respond to and reconcile chargebacks, including preparing responses and compiling supporting documentation
• Record chargeback information in the reservation system
• Update daily bank activity files and report cash position to management daily
• Prepare journal entries for month-end close
• Update account reconciliations
• Complete other assigned projects and analysis

Junior Staff Accountant

• Lead delivery of B2B Franchise applications from intake through launch
• Develop and manage project plans, timelines, milestones, deliverables, dependencies, and resource needs
• Track progress against project goals and communicate status, risks, issues, and decisions to stakeholders and leadership
• Facilitate cross-functional alignment and drive accountability for project commitments
• Proactively identify and mitigate risks, blockers, and dependencies
• Maintain project plans, RAID logs, status reports, and decision tracking
• Facilitate Agile ceremonies including sprint planning, daily standups, retrospectives, and backlog refinement
• Support teams in achieving sprint commitments and delivery objectives
• Track and report on team velocity, sprint progress, and delivery
• Remove impediments and support continuous improvement
• Build relationships across business and technology teams
• Translate business objectives into actionable delivery plans
• Facilitate conversations, drive decisions, and resolve conflicts when priorities compete
• Provide executive-level communication regarding progress, risks, and recommendations
• Champion consistent delivery processes, standards, and governance practices
• Identify opportunities to leverage AI, automation, and modern delivery tools to streamline workflows and improve productivity

• Lead and manage business analysts, scrum masters, and project managers
• Establish best practices for requirements gathering, documentation, and stakeholder engagement
• Partner with Product, Engineering, and business stakeholders to translate strategic objectives into actionable requirements
• Maintain understanding of business processes, customer journeys, technical dependencies, and the technical ecosystem
• Administer Jira and champion adoption of business analysis tools, documentation repositories, and knowledge bases
• Lead long-range portfolio planning, defining scope, milestones, timelines, and budgets
• Establish governance structures for decision-making, escalation, and reporting
• Oversee resource planning and allocation across delivery teams
• Act as Program Manager across delivery tracks, managing dependencies, risks, and milestones
• Provide unified program status, risks, and priorities to leadership
• Ensure scope, timeline, and budget adherence
• Manage projects through initiating, planning, executing, monitoring and controlling, and closing
• Lead Scrum Masters in Agile ceremonies and Project Managers in roadmap delivery
• Oversee gathering, analysis, and development of business requirements and user stories
• Develop and maintain business requirements, acceptance criteria, process flows, and system interaction diagrams
• Maintain governance practices and tools, including project intake, prioritization, status reporting, retrospectives, and planning
• Configure, administer, and ensure utilization of Jira, SmartSheets, and SharePoint
• Ensure consistent RAID tracking, status reports, and change logs
• Facilitate executive workshops, steering committees, and cross-functional discovery sessions
• Serve as a trusted advisor to business, operations, and technology stakeholders
• Translate business objectives into actionable delivery plans and provide executive-level reporting
• Identify, track, and resolve program and project risks and issues
• Anticipate bottlenecks and remove blockers